Samsung opens 24-hour hotline for washing machine recall enquiries

Appliance Retailer is an independent website with no affiliation to Samsung

Samsung Electronics Australia has added a second hotline to field calls concerning its washing machine recall and opened up the service for 24 hour contact.

In a statement released 24 hours after the recall was first made, Samsung encouraged affected consumers to utilise its dedicated email address (wm.samsung@samsung.com) and its microsite (www.samsung.com/au/washingmachinerecall), in addition to its hotlines.

“As a result of considerable customer contact/communications last night and today, we have significantly increased resources to assist customers determine if they have an affected unit, and (if applicable) to help get their product serviced as a matter of urgency,” said a Samsung spokesperson.

“Samsung has added additional customer service staff and increased the service hours of its Product Safety Hotline (1800 239 655) to 24 hours, seven days a week. In addition, Samsung has today created a second telephone line, 1800 *** ***, which together will help handle the high volume of calls we have experienced. Customers can immediately use either number.” (The phone number is redacted because it has since changed to a different business.)

After being connected to 15 fires nationwide, Samsung recalled around 150,000 top-load washing machines. Once consumers have made contact with Samsung, a technician will be sent to rectify the problem. This process should take around 30 minutes.

“Our customer’s safety is our top priority. We are continuing to work closely with the regulators and authorities on this major undertaking and are deeply concerned about the inconvenience this recall has caused to our customers. We will continue to provide updates and will ensure our customers get their products reworked as quickly as possible.”

Samsung’s 24-hour hotline is 1800 239 655.

Samsung’s 8am to 8pm hotline is 1800 *** ***.

Appliance Retailer is an independent website with no affiliation to Samsung